1. Start WorkOrder: RMA printer is being shipped to us.  User: Receiving
2. RMA unit received.  New User: Service
3. RMA service complete.  New User: Admin
4. RMA Invoice paid.  Close.

Alterately, Service might need to send it to Engineering for advanced trouble-shooting.  These tasks are not explicitly scheduled, more of a first-come first-served sequence.

So assuming each department has an AyaNova seat, how would they mark their progress and "pass it on" to the next User?  How would the next User know that they were now responsible for that workorder?

Knowing this, I think I can figure everything else out, and present to management.

www.practicalautomation.com
Specialty Printers for ticketing and self-service kiosks.

I have laid out a suggested flow of service using AyaNova to give you an example.

1. You are contacted that a specific printer is being shipped to you for service.

• You create a new workorder for the client
• You select that specific printer in the Unit subsection (if not yet entered, enter on the fly, selecting that client as who own's the unit)
• Enter in details such as the a summary of what the issue is (Workorder Item Summary), any special details to who would be providing the service (Service Notes), date service was requested (Date requested), perhaps a Workorder Status of "Unit In Transit to Us" and whatever other workorder details desired such as the client may have a reference number, you may have another internal reference number etc.
• Provide that workorder number to the person that will be shipping (or whatever reference number you have uniquely entered)

2. The printer is received by your shop

• When the unit is received, in addition to its serial number, it has been shipped with the workorder number created for it.
• This makes it easy for you to quickly find and open that workorder.
• Set the Workorder Status to "Received for Service" to indicate to service department that this workorder is now ready for service. Users can intermittently refresh the Service Workorders grid in the Service navigation pane filtered on the Workorder Status to see if any new workorder with status of "Received for Service" display so that they know it needs to be done.
• NOTE: with AyaNova, you purchase licenses for the number of schedulable users. Scheduleable users could be an individual tech, or it could be an entire department. It depends how much specific control you want over scheduling and reporting
• You might specifically schedule a schedulable user via the workorder so that it is assigned to a specific person. This way, if that user is subscribed, that user will be notified (via internal AyaNova popup, via internal AyaNova memo, via external email or via external pager) that there is a new workorder scheduled for them so they don't miss it.
• As well if scheduled now for a specific schedulable user, that workorder will now display on the graphical Schedule screen so that the user can see at a glance he has scheduled work to do.

3. Service is performed on the printer

• Schedulable user that begins service changes the Workorder Status to "In Service" so that others know it is in the middle of being serviced.
• The tech identifies in the Labor tab the details of service that is performed, how long it took, what rate, etc
• If parts used in service, parts are entered via Parts subsection of the workorder
• If instead the printer must go to a specialist, than just as above, the tech could change the Workorder Status to "Engineering Required" so that engineer that is subscribed to be notified when a workorder goes to that status is - and they know right away a printer needs their expertise; or as above, they can have the Service Workorders grid filtered on the Status column to only show workorders set to status of "Engineering Required" so they see at a glance that service is needed. Or again like above, if the Engineer is a specific scheduleable user, will display on their graphical Schedule screen that a workorder is ready for service

4. Service is completed

• Once service is completed - either by Service or Engineering, and they have entered their details in the Labor tab - change the status to "Completed - Mgmt Approval Required"
• Just as above, whoever checks and confirms could be subscribed to that status so notified when something is completed. Or as above, filter to only show workorders with that status and refresh on a regular basis to see if any new
• Once mgmt has confirmed everything is completed correctly, mgmt changes the status to "Ready for Billing" and checkmarks Service Completed

5. Bill customer and close

• Depending on what accounting program you have if any,  you might:
•  -  print off a customized Sample Detailed Service Workorder with Grand Total report and give to the client. When client has paid, identicate so in the Invoice# field, and than checkmark the Closed field to completely close the workorder.
•  - if using QuickBooks or PEachTree, may want to use the optional interface program to autoamtically invoice out the workorder into the appropriate accounting program
•  - if using an accounting program, may want to create an invoice in the accounting program, enter that invoice # in the Invoice # field in the workorder, print off a copy of a customized Sample Detailed Service Workorder with Grand Total report to provide with it, and close the workorder.

This is a suggestion on possible use. Let me know if any questions or other situation that I can help with, or expand on further.

- Joyce

AyaNova Sales & Technical Support

http://www.ayanova.com

So to simplify all of that, the WorkOrders can be sorted by Status, and in our case, the Status and the User are really the same thing.  We'll still need to have at least Service and Engineering as Scheduled Users because they need to clock billable hours.

Is the date/time of each completion/step recorded somewhere?  So if we receive it on Tuesday, but Service doesn't start until Thursday, we can be aware of the queue time?  Does the final WorkOrder report show the various dates?  Created, Received, Serviced, Completed, Paid, Shipped.

Even if it doesn't, I think I like it.

Thanks Again!

www.practicalautomation.com
Specialty Printers for ticketing and self-service kiosks.

The workorder entry screen has many different date fields that you can use as needed.

For example:

 -  use the Service Date field to identify when the service itself is to occur/is occuring.

 - use the Request Date field in the workorder item to identify when the service was actually requested

 - refer to the Record History menu option to see when the workorder was actually created and by whom, as well as when it was last edited and by whom.

- use the Close By Date to identify when the workorder should be finished by (mgmt could subscribe to be notified if the workorder is not closed by this date to check into why)

- use the Scheduled Users subsection of the workorder entry screen to identify when (Start date/time and a Stop date/time) you want to schedule someone ahead of time so that they know to place their time appropriately

- use the Labor subsection of the workorder entry screen to identify the dates/times that work was performed on this, as well as billable time and no charge time

- note with both Schedulable Users subsection and the Labor subsection, you can enter as many records as you need. For example, lets say that you are servicing a printer starting at 1:00Pm and you work on it till 1:30PM, and than have to stop and go do something else. Enter that time in and the details of what you did. When you return, create a second record in Labor, identifying the new start time, details of what you do, and the stop time when finished.  This way the total amount of billable quantity is identified in a Detailed Service Workorder with Grand Total

- there are also additional date/time fields in the other subsections of a workorder entry screen. I will point you towards the AyaNova v3 Manual section "Service Workorders" starting page 106 which goes over each section and subsection of a workorder and every field with suggestions for use.

Do note that the report templates installed with AyaNova are examples of what you could use. You can customize any as needed - removing what you don't need, adding additional that you do, and so on. Plus via this forum we provide many additional sample report templates that you can also download and import and customize further as needed, and/or refer to when creating your own.

You can display any of the above fields in a detailed type report template.

Although the Sample Detailed Service Workorder with Grand Total doesn't neccessarily have all of these date/time datafields showing as it is an example report template, the report template can be customized to show any fields available via its Fields tab in the report designer.

I encourage you to go through the section "Creating Custom Reports" starting page 635 which includes tutorials on report customization so you can walk through changing datafields, adding datafields, adding a logo, etc etc, as well as refer to answers posted to questions by other AyaNova users about report designing in the forum http://forum.ayanova.com/Forum100-1.aspx and to additonal sample report templates in http://forum.ayanova.com/Forum103-1.aspx

Let me know if you have additional questions.

- Joyce

AyaNova Sales & Technical Support

http://www.ayanova.com

Now to convince the rest of the team...

www.practicalautomation.com
Specialty Printers for ticketing and self-service kiosks.

How would I do this?

www.practicalautomation.com
Specialty Printers for ticketing and self-service kiosks.

That is what WBI provides.

1. Your client would log in via WBI (you would have provided them the URL to go to once you have setup WBI, and their client username and password)

2. Your client would create a new Customer Service Request - as outlined on http://www.ayanova.com/WBIClientwebHELP/requesting_service.htm 

3. When your customer saves and exits, this Customer Service Request shows in the Customer Service Request grid in AyaNova

4. You also may have subscribed to be notified (by AyaNova popup, AyaNova internal memo, external email or pager) whenever a new Customer Service Request is made, and are notfiied that way.

5. You review the Customer Service Request and either Accept it or Reject it - accept it to generate a service workorder with details from that Customer Service Request such as the client, summary of what the issue is, reference # for the service request, serial number of the unit if previously entered into AyaNova, details of what the issue is and any other text they wish to provide, and whether the issue is an emergenercy, ASAP or not urgent so that you have all of the information the client gave you in the service workorder so that you can schedule appropriately

For details on above, refer to the AyaNova v3 Manual section "Customer Service Requests" starting page 397 for details on the Customer Service grid and screen, and accepting or rejecting; and the section "Notification Subscriptions" starting page 434 and to "Setting up the AyaNova Event Generator for Notificatoins and Preventive Maintenance" starting page 578

Let me know if you have additional questions

- Joyce

AyaNova Sales & Technical Support

http://www.ayanova.com

I've been playing with the demo, and I'm confused as whether to consider each printer as an Item, and schedule multiple Users for each task (receive, repair, invoice, ship), or do I consider each task an Item, with one User per?  Which is best for FIFO scheduling, and proper hand-offs?  It's probably a personal preference, but what do you recommend?

Also, can you add/edit the drop down menus (Status, Work Type, etc) in the demo?  If so, how?

The problem with adopting any program like this is the enormous start-up effort.

Thanks for all your help.

Dan

www.practicalautomation.com
Specialty Printers for ticketing and self-service kiosks.